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Customer Solutions Specialist - APJ

Japan

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, Fanatics, and Levi’s, visit www.impact.com.

 

業務概要:

  • impact.comのクライアント（広告主）およびパートナー（パブリッシャーなど）にエンタープライズレベルのプロダクトサポートを提供し、チャットやチケットなどを中心に、トラブルシューティングを中心としたコミュニケーションをリードします。クライアントがimpact.comプラットフォームを最大限に活用し、ビジネスを成長させるためにサポートをすることがミッションです。
  • トラブルシューティングとして挙げられた問題課題に関して、システムログを利用してトラッキング、最終的に解決と必要かつ迅速なフォローアップが行われるように、それぞれのケースを責任を持って管理します。
  • 課題解決はベストプラクティスとして内外部のナレッジドキュメントとして利活用できるように貢献努力をすることが期待されています。
  • クライアントおよびプラットフォームに関する問題課題を迅速かつ効率的に状況把握、トラブルシューティング、解決策を特定することが期待されています。
  • プラットフォームのスペシャリストとなり、一般的なクライアント課題やニーズを特定し、必要に応じて他部門と協力し、クライアント及びimpact.comのビジネスの成長に寄与するための提案機会を獲得することが期待されています。

 

求人像や期待されるスキルセット:

  • 学士号以上の学歴
  • ネイティブレベルの日本語および主には社内公用語としてのビジネス英語
  • 複雑なテクニカル概念を理解しクライアントやパートナーにトラブルシューティング及び必要なサポートを提供するための優れたコミュニケーション
  • タスク管理能力
  • チームプレーヤーであり、状況に応じた適応能力
  • クライアントを優先的に考えることができ、ニーズを理解し優れた顧客体験を提供するスタンスを重視できる
  • リーダーシップと責任感を持ち、セルフスターターである
  • 課題や問題の特定、詳細調査、解決するための好奇心
  • マルチタスクができ、独立して働く能力
  • Word/Excel/PPTなどの基本ソフトウェアスキル及びライティングスキル
  • 週末や祝日のシフト勤務にも対応可能（基本的には土日祝日勤務はないが、対応体制を必要とする際に事前相談の上、対応要請をすることがあり。もしその場合も代休付与）
  • API、FTP、HTML/CSS、アフィリエイト広告、インフルエンサーマーケティング、運用型広告などの概念に精通している（マストではない）
  • 以下のいずれかの分野での2〜4年以上の経験（マストではない）:
    • クライアントに対するテクニカルサポート
    • SaaSビジネスに関する経験
    • デジタルマーケティングに関する経験
    • サービスクオリティマネージメント 

福利厚生等について:

  • 法律に基づいた、またはそれ以上の有給休暇制度
  • 上記以外に状況を鑑みた無制限の有給休暇制度 - 例えば有給日数が残っていない場合でも誰でも生活上で休暇が必要な場合があり得る中、ポジティブなワークライフバランスを実現することでパーソナルな面での充実さが大事であることをimpact.comは認識している上での制度
  • インターネット手当
  • 交通費
  • ジム利用費
  • 週2回のチームランチ（ランチ代カバー）*業務上、行われない場合はカバーされません
  • カフェドリンク、平日夕方以降のフリービール、また想定利用オフィスであるWeWorkが提供する利用会社に対する各サービス

Impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.

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